In your contact center, every conversation between agent and customer is a new
opportunity to meet customer needs. Achieving high-quality, cost-effective
customer service requires more than agent scripts and contact center statistics.
It requires a thorough understanding of the customer experience when doing
business with your contact center — an understanding that can be achieved only
by actually listening to key dialogs between agents and customers.
It requires Intelligent Recording® to find the right conversations and deliver them
to the people who need to hear them. ULTRA Express™ captures all of your
contact center conversations and automatically provides the key people in your
company with the recordings they need to improve contact center outcomes.
Contact Center Managers can stay on top of critical issues because ULTRA
Express automatically delivers customer recordings right to them. ULTRA Express
helps equip your contact center managers to understand trends, spot
potential problems, and proactively address them.
Contact Center Supervisors can more effectively enhance agent performance and streamline contact center processes by using ULTRA Express to review the “right” contact center conversations, rather than those that happen to occur at the right time and provide effective and measurable coaching to enhance agent performance. And they can play back these recordings as often as is necessary to achieve an accurate understanding of contact center strengths and weaknesses.
Contact Center Trainers can deliver more cost-effective, high impact training and coaching because ULTRA Express is designed to help them identify overall trends and individual gaps in knowledge and take appropriate action. With ULTRA Express, contact centers can also assess the effects of training on performance to realize maximum return on their training investment.
Customer Service Specialists are better able to manage customer disputes, rather
than just settle them because the information they need is always available.
With ULTRA Express, your customer service specialists can retrieve and replay
customer interactions in their entirety, anywhere and at any time.
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